Find Store

FAQ

  • Can I search online for an article available in stores?

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    Yes, under the menu point “Find store” you will have the option of searching for your article in your size in your nearest store. Just enter the postal code, the article number and the required size and start your search. If your search produces more than one store, just select your favourite. This will be displayed on a map by a DEICHMANN logo. A click on the logo provides you with all relevant information about the store.

    By the way: you can activate the store finder from each individual article!

  • What can I do if my article has been sold out online?

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    If an article is no longer available online, just use the location finder and purchase the requested shoe in your nearest Deichmann store.

  • Are all products sold in the Online Shop also available in a store?

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    All articles displayed in the Deichmann Online Shop can be purchased across our stores. However, ranges will differ from one store to another. 
    To check for a particular item availability in a nearby store- Open the item detail, then click on ‘Look for item in local store.’
    You should find our Online Shop has greater stock availability of over-sizes and under-sizes.

  • Are there price differences between the Online Shop and the stores?

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    There are no ‘item’ price differences between the online range and the range available in our stores. However, ‘transaction’ differences might occur in case of periodic price discounting campaigns.  There may be discounting campaigns exclusive to the Online Shop, or only exclusively in-store.

  • What does the information on the various product labels mean?

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    XXL: This article is also available in over-sizes.

    XXS: This article is also available in under-sizes.

    SALE:  This article is reduced in the Sale promotion.

  • Can I see the article I viewed last again?

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    To ensure that you don’t lose track of your selections, we save the items you last looked at. You will find these at the bottom of the homepage or on the product detail page under “Recently viewed items”.

  • Why are some items displayed in European sizes, instead of UK sizes?

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    Depending on where we have sourced our products, some shoes are manufactured to European size specifications.  We display these sizes, so that you know an item has been produced to these specifications.  Simply click on ‘Size conversion chart’ to find your UK size and see what the nearest equivalent European size is for you.

  • Are the articles definitely available in the Online Shop?

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    In general, we do not offer anything we do not have in stock. That way you can be sure that you won’t have to wait long for your delivery to arrive. Unfortunately, we are not able to guarantee additional stock once an article has been sold out. We would therefore advise you to secure your requested item immediately!

    Our tip: Should an article have been sold out online, just use our location finder to find a store with stock of it.

  • If the Online Shop is out of stock of a specific size, can I have the item sent from a store?

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    Unfortunately it is not possible to have small volumes of items picked up from our stores.  You would need to go in person to the store to make the purchase, or wait for more stock to be available online.  If you would like an item to be reserved in your local store, please ring our Call Centre.

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  • Is there a minimum order value in the Deichmann Online Shop?

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    No. There is no need to reach a minimum order value to be able to buy in the Deichmann Online Shop. However, we reserve the right to refuse orders of very low value as the cost of processing and packaging may make these unviable.

  • How can I order online at Deichmann?

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    1. Fill shopping basket
    Start with selecting your requested article from our range and put it in the respective size or colour in the shopping basket. If you hover your mouse over the shopping basket symbol in the top right hand corner, you will get an overview of all items in your shopping basket.

    2. Proceed to checkout
    You don’t want to add any other articles to your shopping basket? Just click on the Basket, then ‘proceed to checkout.

    3. Register / Login
    If you have not already logged in, you are now asked to log in or to register.
    If you are already registered as a customer, please enter your email address and your personal password. In case you have forgotten your password, you have now the opportunity of requesting a new one.
    If you are new to our online shop, register with your e-mail address and a personal password, and fill out the appropriate fields in the form. You can find all information on data security here.

    4. Delivery options
    We currently only offer one delivery method, using the courier Hermes.  Delivery is completely FREE for every order!

    5. Payment method
    Choose your method of payment.  You may use Credit or Debit card, or Paypal.

    6. Check your order
    The order overview gives you the opportunity to check your details before sending off your order. In case you want to make any changes, please click on the “edit data” button.

    To make the next order as easy as possible for customers who have previously ordered from the Deichmann Online Shop, the settings you have made will be saved in your profile and shown as default during your next purchase.  You have the opportunity to view, edit or delete your details at any time under “My account”.

    7. Send order
    By clicking on the button “Send order” we accept your order. Afterwards, you will receive an email confirming your order.

    Tip: If you change your mind and don’t want to purchase an article you have included in your order after all, you have the option of cancelling the item under “My Account”, provided the item has not been packed yet and you have not claimed any discount.  

    8. Delivery
    We usually pick & despatch all orders on the next ‘working day.’  Please allow 3 working days for delivery through our courier partner, Hermes.  Some orders may take up to 5 days.
    You will receive an email as part of the despatch process, that will contain a link to track your parcel.

  • Is there a maximum spending limit on orders at the Deichmann Online Shop?

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    The maximum limit for all orders and all methods of payment is £300.  If you need to place an order higher than this amount, please contact the DEICHMANN Call Centre on 01858 468546. 
    (Mon – Thurs 8:30 – 17:00,  Fri 8:30 – 16:30)

  • Why do I have to register?

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    Once you are registered, Deichmann is able to offer you a number of benefits:

    • Use of a different delivery address.
    • Shorter order process for further orders, due to saved details.
    • Overview of your previous orders in your customer account, including delivery and payment status.
    • Option to cancel items up to the point they are ready for despatch.
    • Option to download returns slip.
    • Option to save a wish list.

  • I’ve forgotten my password. What do I do?

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    Simply click on the “Forgot password” button. When the respective window opens, please enter the email address you have used to register with Deichmann. We will then send an email to your inbox containing a new password you can use to log in. We would recommend for our own safety that you go to “My account” and replace the password we sent you with a new permanent one.

  • How secure should my password be?

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    A password should contain at least 8 characters and be a combination of letters and numbers.  Customers must choose a password for their account which is not known by anyone else and must not disclose this to anyone else.  If you believe your password may be known to someone else, you must change it immediately.

  • What is a coupon code?

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    From time to time, Deichmann provides its customers with special offers, for example via the Deichmann email newsletter service. We will send you a specific code you can use to obtain exclusive offers, services or discounts. Just enter the code in the field “coupon code” and enjoy the benefits.

    Please note: Only one coupon is redeemable per order.

  • How do I know whether my order has been successful?

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    Deichmann will send you an email order confirmation for each order you place.  You also have the option of checking the current status of your order in your customer account. Should you have any other questions, please contact the Deichmann Call Centre on 01858 468546.  (Mon – Thurs 8:30 – 17:00,  Fri 8:30 – 16:30)

  • Can prices change after I have placed my order?

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    The prices which are displayed at the time you place your order are the prices relevant to you. Subsequent price changes do not affect your order.

  • Can I change my order once I have placed it?

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    After having sent your order, you have the option of cancelling articles yourself by going into your customer account. Please log into your customer account and open the relevant order. Next to each article is a cancel button, which you can click on to delete an article. However, this option is only available up to the moment your order is ready for despatch. As soon as the order has been processed, this button is no longer available.

    Please note: Items CANNOT be cancelled when discounts have been applied to the order prices.

  • What can I do if I receive an error message?

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    For your order to be successful we need some of your personal details (e.g. name and address). All mandatory fields marked with an asterix (*) ask for details without which we are not able to fulfil your order.  There are also a number of optional details (e.g. your date of birth or telephone number), which either help us to communicate with you, or support us in providing you with relevant offers. Should any error messages occur, please follow the specific instructions.

    Should you receive error messages, you need help to understand, or experience other technical problems in our Online Shop, please inform us.  Either by email using the contact form or by telephone using our Call Centre on 01858 468546.  (Mon – Thurs 8:30 – 17:00,  Fri 8:30 – 16:30) It would be useful if you copied the exact wording of the error message, so that we can provide targeted support.

  • Where do I find the General Terms and Conditions?

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    You can find the general business conditions using the appropriate menu item at the bottom of the page. Additionally, while ordering, you will be directed to our general business conditions and the link to them, because confirming acceptance of the conditions is necessary for ordering.

  • How can I pay at the Deichmann Online Shop?

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    The Deichmann Online Shop offers several options to pay for your order in a secure manner:

    • Credit card
    • Debit Card
    • PayPal 

     

  • Which Credit/Debit cards can I use?

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    The Deichmann online shop accepts the following credit cards:

    Your card will only be charged when your order is despatched. In case of returning any items, the relevant amount will be credited to your card when they have arrived at our end.

    As an additional security measure we offer the 3D-Secure process “Verified by Visa” and “MasterCard SecureCode”. Once you have entered your Visa or MasterCard details into the order, we will connect you to your credit card provider, where you can confirm your identity by means of a personal code. The credit card payment will only be carried out if your authentication has been successful. The purpose of this additional security level is to prevent the misuse of credits cards by stolen or duplicated cards.

    For you own safety, we would recommend asking your credit card provider about the new 3D-Secure process and to register your card as soon as possible.

  • What is PayPal?

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    PayPal is an online payment service you can use to pay for your online purchases securely, simply and quickly. PayPal is a subsidiary of eBay. Other than eBay, you can use PayPal in approximately 160,000 shops in Europe, including the Deichmann Online Shop.

    And this is how it works:  You enter your details into a PayPal account. Within the Deichmann order, you simply select PayPal as the payment method. After sending your order, you enter your email address and personal password in the PayPal screen and confirm your payment.

    Using PayPal, you pay for your purchases without entering your bank details or credit card number within the order (because your details are already saved in your PayPal account).

    If you haven’t got a PayPal account, you can get information here how to set one up.

  • Can I pay by direct debit?

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    Unfortunately, the Deichmann Online Shop is not able to offer direct debiting. However, you have the option to use PayPal to pay by direct debit.

    If you haven’t got a PayPal account, you can get information here how to set one up.

  • Can I redeem Deichmann Gift Vouchers?

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    Unfortunately at the moment, gift vouchers can only be obtained and redeemed in Deichmann stores.

  • Will Deichmann carry out a credit check?

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    Card transactions will be authorised with the card issuer.  Deichmann does not carry out a credit check. However, Deichmann reserves the right to exclude customers from purchasing online if they were involved in fraudulent actions in the past.

  • Can I order by phone?

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    We do not take card or Paypal details over the phone, to minimise the chance of fraudulent transactions.  Therefore orders must always be placed online by the customer. 

  • Is paying in the Deichmann Online Shop secure?

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    The security of your data is Deichmann’s utmost priority. Your payment details are only used to process the payment of your order. Deichmann uses so-called SSL encryption (Secure Socket Layer) to transfer your personal data. You will find further information on this subject in the chapter “Technology” and in our data protection provisions.

    In addition, we provide the new security methods "Verified by Visa" and "MasterCard SecureCode" for credit & debit card payments.
    For you own safety, we would recommend asking your card provider about using the new 3D-Secure process and to register your card as soon as possible.

  • Who delivers my items?

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    We want you to be satisfied with the delivery of your order. That is why Deichmann has chosen to work with the specialist home courier network, Hermes

    Delivery through HERMES:

     
         • Several re-delivery attempts.
          • Delivery Monday to Saturday.   
          • Parcel left with neighbour, at discretion of delivery person (notification card).
          • Parcel left in a safe place, at discretion of delivery person (notification card).
          • Local delivery contact.
          • Online tracking service.

  • Do I have to pay delivery charges?

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    We at Deichmann do not believe in high delivery charges. That is why we keep costs to our customers - as usual - as low as possible. So, ALL orders at the Deichmann Online Shop are COMPLETELY FREE!

  • Can I have my order delivered to any address?

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    Deichmann delivers all orders to any address you might choose. For example, you may have your order delivered to your work.
    We deliver exclusively to all UK addresses, including NI, Scottish highlands & islands, Isle of Wight, BFPO, etc.  Plus, the Isle of Man. 
    Unfortunately we cannot offer delivery to the Isles of Scilly or Channel Islands at this time. 

  • When do I get my items?

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    We aim to deliver your items as soon as possible and we even deliver on Saturdays!  For the free Standard service, please allow 3 to 5 working days.  For the Express service, please allow 1 to 2 working days, if the order is placed before 5pm on the previous day.  Please bear in mind that some areas are harder to reach by our courier partner and could take longer than the normal time frame.

  • Is an express delivery service available?

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    Yes, this is an option during Checkout.  Get your shoes faster for just £3.50!  Order before 5pm and most deliveries will arrive next working day.  Please allow 2 working days though, as next day is not guaranteed.  Harder to reach areas will take longer

  • What happens if I am not at home?

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    We provide you with the option of having your order delivered to an alternative delivery address (e.g. to your workplace).   Our delivery courier will make several attempts to deliver to the address you have provided, or leave with a neighbour / find a safe place to leave.   Delivery through HERMES:

           • Several re-delivery attempts.
           • Delivery Monday to Saturday.   
           • Parcel left with neighbour, at discretion of delivery person (notification card).
           • Parcel left in a safe place, at discretion of delivery person (notification card).
           • Local delivery contact.
           • Online tracking service.

  • Can I have my parcel delivered at a specific time?

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    Unfortunately, deliveries at a specific time are currently not yet possible.  However, we will review this further down the line to improve our already high level of service. 

  • What happens if the parcel could not be delivered?

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    If your parcel can not be delivered, it will be returned to Deichmann. As soon as we have received your items, we will notify you by email.  This is on very rare occasions, as Hermes will try their utmost to ensure you get your parcel.

  • My item(s) received are not what I ordered, what do I do?

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    In the extremely rare situation this may happen, please ring our Call Centre to resolve the issue immediately on 01858 468546.  (Mon – Thurs 8:30 – 17:00,  Fri 8:30 – 16:30)

  • What is your Returns Policy?

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    Deichmann offers customers the facility to exchange goods or obtain a refund, which is in addition to your legal rights.  The only conditions are that the goods are in a new and unworn condition, in their original packaging, that the customer provides a proof of purchase and they are returned to us either in-store or sent through a Post Office / Collect Plus, within 28 days of receipt.

    Please Note:  Unfortunately we can only offer the exchange facility in-store. 

    If sending items back to our warehouse via the Post Office or Collect Plus, this will be treated as a return and your money refunded.  You will need to place a new order to get a replacement item.

    PROMOTIONS – To return an item that was discounted as part of a transaction where there were multiple items combined e.g. Buy 1 Get 1 Half Price, you must return ALL items with proof of purchase.  The complete transaction will be refunded.

  • My item has developed a fault, what do I do?

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    In the rare event your item develops a fault, you have a choice:

          • Visit one of our stores for a refund or exchange.  Please bring your return slip or order confirmation with you if possible.
          • Send back to our warehouse via the Post Office or Collect Plus, for a refund.  The correct return slip should be enclosed.  If you have lost this, you should enclose the original invoice or a copy of the order confirmation.

    Please note:  Unfortunately we can only offer the exchange facility in-store.

  • I’ve decided I don’t want the item any more, or it does not fit correctly, etc.

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    Unworn items in their original packaging may be returned for any reason, within 28 days after delivery, for exchange or refund based on original method of payment.

          • Visit one of our stores for a refund or exchange, with your return slip and invoice.  If you have lost your return slip and invoice, you will only be offered an exchange or gift vouchers.
          • Send back to our warehouse via the Post Office or Collect Plus, for a refund.  The correct return slip should be enclosed.  If you have lost this, you must enclose the original invoice or a copy of the order confirmation.

    Please note:  Unfortunately we can only offer the exchange facility in-store.

  • How do I go about returning an item?

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    You have 3 simple methods to return your items free of charge, within 28 days of delivery.


    Returning to a DEICHMANN store:

    • Find your nearest store by clicking on 'Location Finder' at www.deichmann-shoes.co.uk
    • We will give you the option of an exchange, or full refund based on original payment.
    • Items must be unused, in their original condition and packaging.
    • * You must bring the correct Return Slip(s) & invoice with you *

    Returning through a Post Office:
     
    • Please attach the supplied Royal Mail - PacketPost Returns label to the original shipping box, with the items securely inside. 
    • Send through any post office FREE!  Ensure you request 'Proof of Postage' and keep this safe.
    • Please allow us up to 14 days to process the return and refund to original payment method.
    • Unfortunately we cannot offer exchanges, except in our stores.
    • Items must be unused, in their original condition and packaging.
    • * You must enclose the correct Return Slip(s) with the item(s) to return *

    Returning through Collect Plus:

    Collect+ is a convenient way to return parcels at over 3,800 local convenience stores and most are open from early until late, 7 days a week.

    • Visit www.collectplus.co.uk/deichmann to print a label and find your nearest parcel drop-off point.  Attach label to the original shipping box, with the items securely inside.
    • Send through your nearest drop-off point for FREE, by handing over the counter and getting a receipt.  Please keep this receipt safe.
    • Please allow us up to 14 days to process the return and refund to original payment method.
    • Unfortunately we cannot offer exchanges, except in our stores.
    • Items must be unused, in their original condition and packaging.
    • * You must enclose the correct Return Slip(s) with the item(s) to return *

  • Important notes regarding the return of items?

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    Please take note of the following:

          • Items must be completely unused, in original condition and in original packaging.
          • Each returned item must have its correct individual Return Slip with it.
          • Please return the item(s) within 28 days.  
          • Please allow up to 14 days for delivery to us, internal processing, and then transfer of funds to original payment.
          • Please keep safe the 'Proof of Postage' (Royal Mail), or 'Parcel Receipt' (Collect Plus).  These will be needed in the event of a claim.
          • You can ring our Call Centre on 01858 468546, should you have any issues.  (Mon - Thurs 8:30 - 17:00,  Fri 8:30 - 16:30)

    • How do I know that you have received my return delivery?

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      We will send you an email as soon as we have received the returned items.

    • Do I have to pay for returning items?

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      Returning items to Deichmann is completely FREE!  Whether you take them back to store, or send them through a Post Office or Collect Plus.

    • Can I exchange an item?

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      ‘Exchanging’ items is only possible in our stores.
      The alternative, is to send the item back to our warehouse, via the Post Office or Collect Plus, for a refund.  Then place a new order in our Online Shop.

    • “How” and “when” do I get my money back?

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      If you return your item in one of our stores, you will be refunded back to original payment type there and then.

      If you return items via Royal Mail or Collect Plus, we will refund on arrival of your items at our end. In case of payment by credit or debit card, the amount will be credited to your card. In case of payment by PayPal, the amount will be credited to your PayPal account.
      Please allow up to 14 days from sending, for us to receive and process your item(s).

    • Why do I have to register?

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      Once you are registered, Deichmann is able to offer you a number of benefits:

            • Use of a different delivery address.
            • Shorter order process for further orders, due to saved details.
            • Overview of your previous orders in your customer account, including delivery and payment status.
            • Option to cancel items up to the point they are ready for despatch.
            • Option to download returns slip.
            • Option to save a wish list.
       

    • How can I register?

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      You have the option at any time to register in the Deichmann Online Shop. You will find the register option during the order process, or by clicking “My account” in the top right hand corner of the Deichmann Online Shop.

    • How can I log in?

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      Once you have put items into your shopping basket and proceed “to the checkout” you will automatically be asked for your “Login”.  You also have the option of logging in under “My account” in the top right hand corner of the Deichmann Online Shop.

    • I have forgotten my password. What do I do?

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      Simply click on the “Forgot password” button. When the respective window opens, please enter the email address you have used to register with Deichmann. We will then send an email to your inbox containing a new password you can use to log in. We would recommend for our own safety that you go to “My account” and replace the password we sent you with a new permanent one.

    • How secure should my password be?

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      A password should contain at least 8 characters and be a combination of letters and numbers. Customers must choose a password for their account which is not known by anyone else and must not disclose this to anyone else. If you believe your password may be known to someone else, you must change it immediately.

    • What happens with my details?

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      We take the protection of your privacy very seriously. All data, we collect is treated by us in accordance with the legal provisions on data protection. That means we treat your data with strict confidentiality and do not make it available to third parties. If required, you will find more detailed information under “Technology” or “Data protection”.

    • Can I change my details?

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      You have the option at any time to view and amend your details in your protected customer account (by clicking “My account”). You also have the option of deleting your customer account completely.

    • How can I register for the Email Newsletter?

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      Register for the Deichmann email service and receive regular information on current offers, competitions, trends, etc.  Simply click on ‘Register now’ in the section “Deichmann newsletter” at the bottom of the page and enter your details.

      Should you already have a customer account, you can also use it to activate the Deichmann email service. To make sure that no other person has entered your email address, we will send you an email with a confirmation link. We can only include you in our email service once you have clicked this link.


      Register now for the Deichmann  E-mail service !

    • How can I unsubscribe from the email service?

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      If you no longer want to use the Deichmann email service, or want to stop it for a while… Simply click on the “Unsubscribe” link at the bottom of the last email or log into your customer account and deactivate the service in the relevant section.

    • Is paying in the Deichmann Online Shop secure?

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      The security of your data is Deichmann’s utmost priority. Your payment details are only used to process the payment of items ordered from Deichmann. Deichmann uses SSL encryption (Secure Socket Layer) to transfer your personal data, such as your payment details.

      As an additional security measure we offer the 3D-Secure process “Verified by Visa” and “MasterCard SecureCode”. Once you have entered your Visa or MasterCard details into your order, we will connect you to your card provider, where you can confirm your identity by means of a personal code. The card payment will only be carried out if your authentication has been successful. The purpose of this additional security level is to prevent the misuse of credit or debit cards, by stolen or cloned cards.

      For you own safety, we would recommend asking your card provider about using the new 3D-Secure process and to register your card as soon as possible.

    • What is SSL encryption?

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      SSL is a modern internet security standard with two main objectives:
      The authentication (establishing the identity) of stations communicating with each other and the guarantee of the confidentiality of data (encryption). Deichmann uses SSL ("Secure Socket Layer") to transfer personal data. SSL is a system developed by Netscape, which is supported by all modern browsers.

      The WWW server (e.g. http://www.deichmann.com) is equipped with an electronic ID card (digital certificate), which is issued by an official certification authority (e.g. www.trustcenter.de. Based on this certificate, the browser is able to check at any time the affiliation of the WWW server to a company. Afterwards all data, which are transmitted between you and us, are encrypted in such a way that no third party is able to read or change this data.

      For this purpose, our WWW server and your browser use a secret code, which only applies to this one meeting and which can no longer be used in future. That way, the confidentiality of your personal data is guaranteed. You can recognise this secure transmission by a ‘key symbol’ in your browser. Internet pages, which contain encrypted contents state "https" instead of "http" in their address.

    • Which web browser?

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      The Deichmann web pages have been optimised for a screen resolution of 1024 x 768 pixels. Browsers we recommend are Mozilla Firefox (Version 3 or a later version) as well as Microsoft Internet Explorer (Version 7 or a later version) and Safari (Version 3 or a later version). Using another browser may not display the pages as intended. The installation (or browser plug-in) of Adobe Flash and the activation of JavaScript is required to depict the websites correctly and is particularly advised.

      In order to view PDF documents, you need the Adobe Reader, which you can download here:  http://get.adobe.com/de/reader/

    • Why is the page so slow on my computer?

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      Based on the technical framework conditions of transmitting data on the internet, the data transmission speeds, which are responsible for uploading pages, vary to a large extent. Data transmission depends on the access medium used by you (e.g. modem, ISDN card, cable modem, leased line), your internet service provider, the capacity of the data network in general and lastly the capacity of the Deichmann system itself.

      Should the website perform very slow or not at all, please contact us by email in the “Contact” section.

    • What do I do when I receive an error message?

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      For your order to be successful we need some information, such as your name and address. All mandatory fields marked with an asterix (*) ask for details without which we are not able to fulfil your order. There are also a number of optional details (e.g. your date of birth or telephone number), which either help us to communicate with you or support us in providing you with relevant offers. Should any error messages occur, please follow the relevant instructions.  

      Should you receive error messages, you need help to understand, or experience other technical problems in our Online Shop, please inform us.  Either by email using the contact form kundenservice@deichmann.com
      or by telephone using our Call Centre on 01858 468546.  (Mon – Thurs 8:30 – 17:00,  Fri 8:30 – 16:30)
      It would be useful if you copied the exact wording of the error message, so that we can provide targeted support.

    • How can I print the current page?

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      In general, you can print every page within Deichmann via the print function of your browser or by using the key combination Ctrl + P.
      We have prepared print optimised pages in key areas - Simply click on the print option provided. This will take you to the print optimised page, which you can print via the option in your browser or by using the key combination Ctrl + P. Should your browser support JavaScript, this function is partially automated.

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